How to Navigate Difficult Stakeholders and Get the Right Information

One of the most challenging aspects of becoming an amazing Business Analyst is navigating challenging stakeholders.

We’ve all been there, we get a new assignment, we read all the background documentation, and we are introduced around.  Everyone seems great except, hmm shall we call them Sam.  Sam is known for being resistant to change and is open about his skepticism of new ideas.

Now if we simply continue without navigating our challenging stakeholder, we can end up with a number of undesirable outcomes.  Sam will be resistant to the change, we may miss critical requirements and valuable knowledge because Sam isn’t engaged, resulting in the potential for project delays and increased costs.

So how do we resolve this?

Step 1 - Trust 

Trust is critical to really understand what is at the heart of Sam’s resistance. One way we can do this is to connect with Sam privately and work through Sam’s concerns and challenges.  Often, these stem from previous projects failing to deliver and simply implementing solutions that don’t address the key issues. Potentially, Sam has been ignored in the past and therefore doesn’t have confidence that this instance will be any better.  Simply asking open-ended questions, genuinely listening, showing interest in concerns and working together to alleviate these concerns is an excellent basis for developing a good working relationship.

Step 2 – Empathy and Patience

Part of building trust is showing empathy and patience. It is critical to acknowledge concerns and provide clear evidence-based explanations of how the stakeholder will benefit.  If there aren’t benefits for this particular stakeholder, we need to be honest and emphasise the benefits to other areas within the organisation whilst acknowledging the impact on the current stakeholder.  Sometimes it is difficult when the initiative in question may not benefit the specific stakeholder. Simply being truthful and accepting of the challenges that the stakeholder is facing is critical to ensuring they are willing to participate.

Step 3 – Transparency and Open Communication

One of the key issues stakeholders often experience is a lack of shared understanding.  Using visual communication aids such as flowcharts, diagrams, storyboards, prototypes, models, graphs and maps can greatly support stakeholders in understanding intricate concepts more easily.  There is a concept known as “IKIWISI”, I’ll know it when I see it.  Often stakeholders struggle to articulate their requirements clearly until they see a prototype or working model.  Using visual tools helps trigger questions and feedback and enables stakeholders like Sam to clarify and provide useful feedback.  Of course, as a Business Analyst, we must respond to this feedback with an open and curious mind.  We need to actively listen to stakeholder concerns and provide mechanisms for open and constructive dialogue to resolve these concerns.  Stakeholders become very frustrated when their concerns are glossed over and not addressed seriously.

Step 4 - Structured Techniques

One of the key, but often unrecognised advantages of using structured techniques such as workshops and interviews is that, when well implemented, they allow for enhanced communication.  Excellent communication forms the basis of trust, which as shown in step one, is the pillar upon which good stakeholder engagement is built. This also enables capturing comprehensive and accurate requirements from our stakeholders in an environment where constructive dissonance is celebrated, acknowledged and resolved, leading to shared understanding, increased buy in and better decision making.  Using the right techniques at the right time ensures that all voices are heard.  Techniques such as interviews allow for in depth discussions in a safe environment that may result in uncovering more detailed insights that may not emerge in a group setting

So next time you meet your Sam, try using the above techniques.  Build trust, show empathy, be transparent and use structured techniques to ensure alignment with project goals.  Try them, you might just be surprised that Sam becomes your greatest advocate.

We can help you master these strategies and more in our Business Analysis Courses.